Quality of Service

At Plusnet we believe in being straightforward and honest. We want you to know exactly how we're performing so we can work hard to make Plusnet even better. From answering your calls to repairing your faults, here's how we've been doing over the last few months.

How we performed April - June

Broadband and Home Phone

  • Customers who experienced a loss of their phone or broadband service 02.8% Show details Hide details

    Customers who experienced a loss of their phone or broadband service

    Proportion of customers who, at some point in the specified 3 month period, have been unable to use their broadband or home phone service, for which we have raised a fault with our supplier.

    • 3.3
    • 1.6
    • 0
    • 3.1%
    • 3.0%
    • 3.1%
    • 2.8%
    • July - Sept
    • Oct - Dec
    • Jan - March
    • April - June
    20192020
  • Average days to restore lost phone or broadband service 03.8 days Show details Hide details

    Average days to restore lost phone or broadband service

    Days between the raising of the fault and our suppliers informing us that they have cleared the fault.

    • 4.4
    • 2.2
    • 0
    • 3.2 days
    • 3.9 days
    • 4.0 days
    • 3.8 days
    • July - Sept
    • Oct - Dec
    • Jan - March
    • April - June
    20192020

Customer Service

  • Average time to answer the phone 0259 seconds Show details Hide details

    Average time to answer the phone

    The time a customer is on hold before their call is answered.

    • 302
    • 151
    • 0
    • 189 seconds
    • 179 seconds
    • 109 seconds
    • 259 seconds
    • July - Sept
    • Oct - Dec
    • Jan - March
    • April - June
    20192020
  • Contacts answered in the UK 0100% Show details Hide details

    Contacts answered in the UK

    The proportion of calls, online chats, and tickets answered in UK call centres.

    • 100
    • 50
    • 0
    • 100%
    • 100%
    • 100%
    • 100%
    • July - Sept
    • Oct - Dec
    • Jan - March
    • April - June
    20192020
  • Orders completed within 21 days 085.8% Show details Hide details

    Orders completed within 21 days

    Percentage of orders completed within 21 days.

    • 88.1
    • 44.0
    • 0
    • 81.3%
    • 82.1%
    • 81.2%
    • 85.8%
    • July - Sept
    • Oct - Dec
    • Jan - March
    • April - June
    20192020
  • Engineer appointments attended on time 098.8% Show details Hide details

    Engineer appointments attended on time

    Proportion of appointments attended within the designated slot.

    • 99.8
    • 49.9
    • 0
    • 99.5%
    • 98.8%
    • 98.8%
    • 98.8%
    • July - Sept
    • Oct - Dec
    • Jan - March
    • April - June
    20192020